Metrics, Measurement, and ROI
CX University Point of View by Scott McCallister and Mohamed Latib Part of the Series: Financial Measurement is Critical for the Future of CX The CX community faces a paradoxical intersection. The practice is receiving increasing attention as a strategic differentiator, and at the same time, CX practitioners are finding it difficult to convince the C-suite to [...]
Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX By Scott McCallister and Mohamed Latib All Customer Experience gurus state that a connection of CX initiatives to the company bottom-line is important, but few [...]
This article was originally published on Eglobalis. Companies are shooting themselves in the foot consistently around their customer experience. What are they doing, and how do we help them to make it better? In the past 18 months, we’ve seen several major brands back pedal from serious customer experience mistakes. Three that come to mind immediately are: [...]
CX University Point of View By Scott McCallister and Mohamed Latib Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: Financial Measurement is Critical for the Future of CX Over the last fifteen years, many corporations have embraced the goal of creating a [...]
Recently, I purchased a Subaru Outback for my son to use for his internship this summer. I went to the dealer to get an oil change along with some minor work, and overall, I had a good experience. On the improvement side, it took them 40 minutes to get a shuttle to take me to my [...]
Since the launch of CX University in late 2015, the Online Courses have been touted as the most comprehensive professional development courses offered on the market. After carefully cultivating and analyzing the testing scores of CXU learners over the past year, the results clearly show the difference CXU Online Courses make. Since the launch of courses [...]
Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned practitioner or a relative newcomer, just beginning a new program, or refining the next level of organizational improvement, chances are that [...]
It’s painful when a customer walks out the door. The good news is that you can create an early-detection system to alert you when a departure is impending. You need such a system because most customers are not going to tell you they aren’t happy—they will just leave. This is just three of the ways to [...]
We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric rise. And rise it did. I couldn’t wait to see the quarterly results to see [...]
For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched systems [...]